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Thank you to all the customers who took part in our focus groups at the end of last year
The aim of these groups was to:
•Inform our 2030 strategy development and ensure our plans meet the needs of our customers now and in the future.
•To understand customers' perceptions of Longhurst Group and how they think we could improve.
•To explore what customers anticipate their housing needs may be in the future.
We also wanted to get feedback from customers about a new communications product which will be sent to customers and include important updates and key performance information.
Attendance
A total of 31 customers were consulted via focus group meetings or telephone interviews during October and November 2023.
• Focus groups were held in-person in Rushden, Peterborough, Grimsby and Loughborough, and online for Beechdale.
• Customers were given shopping vouchers to thank them for their time.
• A Board member attended the groups in Peterborough and Loughborough.
House type
Age range
Gender
23 tenants
8 homeowners
Aged 28 to 81
19 female
12 male
Most customers we spoke with quoted a positive and caring experience when becoming a customer. It was also stated that the relationship with the Housing Officer is an important one for customers who also expressed a sense of frustration when trying to communicate with us over the phone. There's frustration with reporting and arranging repairs and the length of time to resolve repairs is too long.
The feedback collected about how we can improve has been categorised into four key themes which are outlined below.
Theme
Actions
Poor customer experience when contacting us
Conduct customer journey mapping on key customer journeys to identify improvements.
Explore how we can resolve calls at first point of contact.
Ensure we're using a customer's preferred communication channel to respond.
Work closer with communities through the Neighbourhood Team and Customer Engagement Team so we're aware of local concerns.
Repairs issues
Provide customers with a way to manage repairs online.
Ensure effective communication with operatives so they arrive at a customer's home with knowledge of the repair required and suitable equipment.
Inadequate property condition
Review re-let standard to ensure properties are suitable for a customer’s needs (financially, physically and mentally) when moving in and ongoing support required to maintain the property.
Understand changes in customer's needs and proactively identify any potential work required to ensure the property remains of a decent standard.
Confusing and inconsistent customer communications
Review of customer communications to ensure consistency, simplicity and ease of understanding.
Future gazing
Customers talked about what they think their future housing needs might be.
Topic
Action/examples given
Accommodating diversity
Use profile data to respond to our customers’ needs and preferences.
Identify customers with vulnerabilities.
Make reasonable adjustments for customers based on their needs and vulnerabilities.
Green agenda
Focus on recycling.
Reduce contractor travel costs.
Introduce a policy for solar panels and electric charging points.
Pick up the technological pace
Get ready for the future customer.
Self-service.
Tracking repairs.
Cost of living
Furniture/white goods poverty.
Being able to afford floor coverings.
Continue to offer hardship funds.
Next steps:
All the feedback gathered from these sessions has been shared with senior colleagues within Longhurst Group.
We’ll now be holding a workshop with Heads of Service from across the Group to identify further actions.
Thank you to all the customers who took part in our focus groups at the end of last year
The aim of these groups was to:
•Inform our 2030 strategy development and ensure our plans meet the needs of our customers now and in the future.
•To understand customers' perceptions of Longhurst Group and how they think we could improve.
•To explore what customers anticipate their housing needs may be in the future.
We also wanted to get feedback from customers about a new communications product which will be sent to customers and include important updates and key performance information.
Attendance
A total of 31 customers were consulted via focus group meetings or telephone interviews during October and November 2023.
• Focus groups were held in-person in Rushden, Peterborough, Grimsby and Loughborough, and online for Beechdale.
• Customers were given shopping vouchers to thank them for their time.
• A Board member attended the groups in Peterborough and Loughborough.
House type
Age range
Gender
23 tenants
8 homeowners
Aged 28 to 81
19 female
12 male
Most customers we spoke with quoted a positive and caring experience when becoming a customer. It was also stated that the relationship with the Housing Officer is an important one for customers who also expressed a sense of frustration when trying to communicate with us over the phone. There's frustration with reporting and arranging repairs and the length of time to resolve repairs is too long.
The feedback collected about how we can improve has been categorised into four key themes which are outlined below.
Theme
Actions
Poor customer experience when contacting us
Conduct customer journey mapping on key customer journeys to identify improvements.
Explore how we can resolve calls at first point of contact.
Ensure we're using a customer's preferred communication channel to respond.
Work closer with communities through the Neighbourhood Team and Customer Engagement Team so we're aware of local concerns.
Repairs issues
Provide customers with a way to manage repairs online.
Ensure effective communication with operatives so they arrive at a customer's home with knowledge of the repair required and suitable equipment.
Inadequate property condition
Review re-let standard to ensure properties are suitable for a customer’s needs (financially, physically and mentally) when moving in and ongoing support required to maintain the property.
Understand changes in customer's needs and proactively identify any potential work required to ensure the property remains of a decent standard.
Confusing and inconsistent customer communications
Review of customer communications to ensure consistency, simplicity and ease of understanding.
Future gazing
Customers talked about what they think their future housing needs might be.
Topic
Action/examples given
Accommodating diversity
Use profile data to respond to our customers’ needs and preferences.
Identify customers with vulnerabilities.
Make reasonable adjustments for customers based on their needs and vulnerabilities.
Green agenda
Focus on recycling.
Reduce contractor travel costs.
Introduce a policy for solar panels and electric charging points.
Pick up the technological pace
Get ready for the future customer.
Self-service.
Tracking repairs.
Cost of living
Furniture/white goods poverty.
Being able to afford floor coverings.
Continue to offer hardship funds.
Next steps:
All the feedback gathered from these sessions has been shared with senior colleagues within Longhurst Group.
We’ll now be holding a workshop with Heads of Service from across the Group to identify further actions.
